Receptionist

3 weeks ago

Didcot, United Kingdom CBRE GWS Full time

_**Overview**_

The Receptionist will be primarily responsible for the delivery of the Customer Service experience, ensuring exceptional customer interaction. The individual will assist the Facilities team to ensure a consistent and smooth link with the rest of the team. They will also be multi-skilled to meet the wide and varied requirement of the role.
- **Responsibilities**:_

**Service Delivery**
- Provide an exceptional, total-integrated Customer Service experience to site residents and their guests, acting as a single point of contact for all enquiries they may have, including; visitor management, meet & greet, VIP access, access control, Health & Safety, lost property, meeting room management, events management and administration tasks etc.
- Ensure guests are greeted & welcomed courteously and their needs are anticpiated at all times.
- Provision of Reception and Reservation services between the hours of 08.00 and 17.00 as directed by Facilities Manager.
- Efficient guest registration and host notification with the ability to remember guest names and faces.
- Issue passes in accordance with the laid down procedures and explain the HSE and evacuation procedures to each guest and non-resident visitors.
- Ensure that all absences from the reception desk are managed so that the desk is never left unattended during operational hours.
- Take responsibility for managing key tasks at reception and reservation.
- Prepare and distribute weekly/monthly reports.
- Administer the bookings for meeting rooms and inductions.
- Complete regular meeting room checks and building walkthroughs - report all issues to Facilities team.
- To be competent and confident in the use of a range of relevant IT systems.
- To undertake general team administration duties for the Facilities Management operation as directed.
- Ensure the reception desk is kept immaculate and tidy at all times.
- To take ownership for the visual standards of the entire reception area and all related areas that impact on the Customer Experience.
- Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables.
- Respond appropriately to customer queries and escalate as appropriate.
- Contribution to and use of the Customer Service team noticeboard at all times.
- Back fill for Facilities coordinator when required to support contract requirement.

**Compliance Management**
- Delivery of self-performed services as laid down on the Service Level Agreement document for the Reception and Reservation services.
- Report all service shortcomings affecting the guest experience to the Front of house Team Leader regardless of what service is being provided.
- Support the Facilities Coordinator with continuous improvement to services and procedures.
- Maintain personal awareness of all site procedures relevant to the Reception/Reservation role, ensuring that any required changes to procedures are brought to the attention of the process owner.
- Ensure adherence to site Security and H&S practices
- Be fully conversant with the reporting procedures for any non-conformance / incident in relation to H&S and first aid.
- Must know where the fire exits and stairs, fire break-glasses and muster points are located.

**People & Performance Management**
- To take great pride in your personal presentation, adhering to the laid down uniform and appearance standards for the team, supporting other team members.
- Use positive body language in each interaction, enabling you to take control of your working area and support colleagues in their delivery.
- Maintain regular contact with all members of the FM team based at the site to ensure a consistent & smooth service is being provided throughout.
- Ensure that all members of the team are able to recognise Board Members, Group VPs and Senior Management.
- Embrace and deliver the working together service excellence concept and to operate as part of the “One Team” culture across site.
- Ensure prompt and seamless handover of information and special requests between shifts.
- Support the CBRE team with cross training other members.

**Behaviours & Competencies**

The Front of House personnel are expected to perform at a competent or high level in all competencies listed below.

**Service Delivery**
- Quality Standards, Image and Innovation
- Planning, Prioritising and Organising
- Problem Solving
- Trustworthy and Discreet

**Customer Service**
- Service Excellence
- Effective Interaction with Others
- Communication
- Continuous Improvement
- **Skills & Experience**_
- Strong customer services skills and experience within a high profile environment.
- Present a self
- image of confidence and authority to enable effective customer service delivery.
- Service orientated attitude combined with a flair for pro-active problem solving to exceed customers' expectations.
- Ability to easily memorise names and recognise individuals’ particulars.
- Ability to prov

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